Knowledge Management
Today, many customers and employees faced with issues or questions prefer to find the answer themselves rather than contacting customer service or the helpdesk. In addition, the pressure to deliver the most cost‑effective service is ever present. A knowledge base of solutions and articles not only helps address these needs, but combined with a self‑service portal it provides a hassle‑free experience for customers and employees.
ServiceNow® Knowledge Management provides an out‑of‑box, integrated knowledge experience for customers and employees as well as the agents who serve them. Agents can search as well as create knowledge while resolving issues. Knowledge managers have powerful workflow and publishing tools. Integrated with the configurable Service Portal, customers and employees can easily search for knowledge to solve their problems faster, boosting satisfaction and reducing service costs.
Provide an Effortless Self-Service Experience
Provide an Effortless Self-Service Experience
Reduce Resolution Time With Contextual Knowledge
Reduce Resolution Time With Contextual Knowledge
Crowdsource Your Knowledge From Communities
Crowdsource Your Knowledge From Communities
Implement Knowledge Processes That Fit Your Company
Implement Knowledge Processes That Fit Your Company
Push Relevant Knowledge to Customers and Employees With Subscriptions
Push Relevant Knowledge to Customers and Employees With Subscriptions
Track Key Usage and Publishing Metrics With Knowledge Dashboard
Track Key Usage and Publishing Metrics With Knowledge Dashboard
Benefits to Your Enterprise
Everyone is looking for faster ways to find information, solve problems, and improve productivity. Knowledge Management can help you empower your customers and employees with self‑service, capture the expertise of agents, and reduce costs.
Enable Proactive Self-Service
Expose available knowledge through a highly configurable Service Portal that allows end users to search, browse, and view articles from their desktop or mobile device
Present knowledge articles to users as they submit cases and incidents, deflecting service requests
Push relevant knowledge to customers and employees with Subscriptions
Display potential knowledge articles to agents as they create cases or incidents to reduce time spent searching and speed resolution
Easily Capture and Manage Knowledge
Take advantage of the “wisdom of the crowd” by validating and publishing solutions posted by customers in Customer Service Management’s Communities
Use versioning to track through the various stages of its lifecycle
Stay aware of key usage and publishing metrics with knowledge dashboard
Monitor knowledge base and article utilization and user feedback to finetune your publishing processes
Customize Knowledge Processes
Take advantage of the superior workflow capabilities of our Now Platform
Configure your knowledge publish and retire workflows
Allow each department to maintain its own knowledge base with custom workflows
